FlyerTalk Forums - View Single Post - Hilton Points Pooling - Account Closed. Beware !!
Old Sep 15, 2017, 9:40 pm
  #1  
Zoe Tse
 
Join Date: Sep 2017
Posts: 24
Complaint: Closed account without reason

After tens of email for a month, HHFraudProtection just say "violated T&C".

Before closed, my boy friend just transfer/pool me 10,000/20,000/30,000 points but all failed and complaint to fb hhonor. Both of our accounts closed suddenly after few days.I

We have no idea why both of our accounts closed. We did nothing wrong. We live together over 80% out of 40 stays in Hilton group in last 5 months. We purchased 160K points in the last 50% off promotion and finally 260K points before accounts closed.

Now, no one indicated what we did. We are working in inno-tech industry, "nothing is perfect, but only fight for excellent". We loved Hilton since they heard and received our voice and thus we focus on Hilton and give up Marriott and SPG.

We love to give comment to enhance the service quality for Hilton group QC. All our comments are photoed as evidence. We never expect points for compensation. Just only once when I slept nudely in GZ doubletree hotel, a boy opened the door and watching me. It is the 1 and only 1 we asked for compensation (40K points added) since up to now, I won't sleep nudely anymore in any Hotel.

And yesterday, we got reply from hhonor Shariar: "I show our loss prevention team did a thorough research on both accounts and found these accounts to be in violation of our terms thus closing these accounts. Additionally, in reviewing the extensive complaints logs since your account was opened in Apr 2017, regrettably we show our hotels are not quite meeting your expectations when travelling. I again would like to apologize for falling short of your expectations and regrettably we will stand by the decision of our loss prevention team to leave these accounts closed. We understand you have a choice when travelling and would to thank you for contacting Hilton hotels.

Respectfully,

EMPLOYEE NAME REDACTED BY MOD
Supervisor

Guest Assistance & Honors Email"

It is terrible that HHonor can close the door without reason. Clean out all points without notice/warning. If you don't welcome us, that's fine but please cash back.

Experts, can anyone suggest us ​​​what we can do to preserve consumer right?

Thanks.

***Clarification:
A. All complaint via Hilton app and follow up email with photos internally.
B. All photos posted to our Facebook or public media are compliment ONLY. All facebook photos are evidence that I lived inside for all stays. Never booking for others. No complaints in public media but only compliment for named staffs in TripAdvisor.
Hilton is the one "listen" to customer. We loved it and promote it since we matched from Marriott/SPG at April.
C. We never trade points or resell rooms or book for others. All stays all done by ourselves.
D. Hhfraudprotection had given reason with "violated T&C" but no detail. After searched by internet, all closed account with reason about how violated.
E. Complaint is help for improvement, some listed below:
1. Refrigerator not cleaned, all dirties like after a bomb inside. - ningbo HGI
2. A service boy opened the door and look inside when I fell asleep nudely. - GuangZhu doubletree
3. No one can help when I alone arrived WuHan Hilton optic valley with 3 big baggage. Asked support but no one care, same result after complain when I left.
4. The worst one - Guiyang HGI
USB socket is useless
Door of washroom can't be closed (keep half open)
Door of the Room can't be locked (feeling not safe after #2 )
Bad Decoration like a big white circle on the door
Wash tank is dirty
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more than half of complaint listed above(all with photos). Can't remember all. I made 40 nights in 5 months.
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Complaint is not the reason for close, just not reopen. I don't care to kick me out of Hilton as it is escaping out for improvement. I just want to get back my prepayment.

Hilton sells points and clear them anytime when it is unhappy....Seems kidding

Last edited by Zoe Tse; Sep 18, 2017 at 4:43 pm Reason: Clarifications
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